Help Desk Technician III

GDIT is looking for Help Desk Technician III who holds an active TS/SCI clearance. Must be onsite Lackland Air Force Base in San Antonio, Texas.

Tasks in direct support of the government include, but are not limited providing or assisting the team provide the following services:

Help Desk – Provide customer interface by supporting requirements, such as, network accounts, web browsing (i.e. Internet Explorer), e-mail (i.e. Outlook), word processing (i.e. Word), spreadsheets (i.e. Excel), databases (i.e. Access), presentation (i.e. PowerPoint), photo editor, desktop publishing, scanning, writing to appropriate media, telephone voice mail and services, equipment issues, etc. Provide multi-media coordination and assistance supporting the setup of conferences, meetings, and Video Teleconference (VTC) operations.

Problem Resolution – Provide IT support to resolve and document problems, using appropriate ticketing systems. Escalate problems to the appropriate organization or process, when required. Utilize the current customer provided priority matrix as an order to responding to service requests (e.g. trouble tickets).

Core HW and SW – Support for common, standard user workstations, and associated software (standard/common configuration/build) deployed throughout the organization. Review, maintain, and correct any configurations that do not comply with Air

Force and organizational policies. Serve as a single source for Standard Desktop Configuration (SDC) images. Control usage and install SDC on all appropriate workstations.

Build equipment in accordance with latest SDC images and provide equipment install at user desktop.

Ensure Equipment Custodian Officer (ECO) or Unit Software License Manager (USLM) approves all hardware and software prior to use.

Handheld Wireless Devices – Support wireless devices (e.g. smart phones, cellular air cards, etc.) users. To include service setup, maintenance, and end user support.

Specialized Network Support – Support special network user devices and other mission systems and applications deployed within an unclassified/classified environment or network.

Remote Desktop Management – Support capabilities allowing assumption of control of an end user device for problem analysis and resolution.

Moves, Add’s and Changes (MAC) requests – Provide specialized support for increasing, decreasing, deleting, and adding, location adjustment of services for devices and applications, and port security requirements.

Email and Chat Services – Design, install, operate, maintain, and support messaging and, collaboration, including Government Personal Electronic Devices/Tablets/Mobile Devices/etc., voice and data plans, supporting servers, end-user mobile, anti-spam, and pop-up solutions.

Help Desk Intranet site – Maintain SharePoint helpdesk intranet site, which contains information on standards, security policies, technology ordering and technical tips and hints.

Help Desk Performance – Measure and provide weekly help desk performance reports to Task Lead, Service Desk Lead, or COR. Provide recommendations to make the help desk more efficient.

Network Health – Provide troubleshooting and resolution expertise to determine network component and configuration issues/failures.

Technical Assistance – Provide technical assistance to support organizational program initiatives. Coordinate solutions with team leads, supervisors, appropriate managers, specialists and/or Contractor technicians.

Customer Training – Provide formal, informal, and On-the-Job Training, related to help desk applications, to customers and Military/Government internal staff, as required.

Compliance – Ensure all systems comply with IAVA, IAVB, and TCNO direction. This includes, but is not limited to, reviewing, applying, testing, implementing patches, changes in settings, and updating reporting databases.

Utilize existing problem prevention and workload reduction techniques. Recommend enhancements to existing techniques and new techniques to Government staff.

Attend weekly meetings to update Government leadership on status, issues, and resolutions as required.

STIG Compliance- Maintain software and hardware in accordance with applicable Security Technical Implementation Guide (STIG) guidance.

Requires:

1+ years of directly related experience supporting help desk operations.

Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

CompTIA Security+ certification with valid CE status.

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